Engineering Manager

• Lead multiple engineering teams building customer-facing tools that power our chat, email, and voice support channels.
• Collaborate with Product Managers to define and execute a strategy for AI-driven self-service and automation, reducing contacts and improving customer satisfaction (CSAT).
• Oversee integration and customization of SaaS platforms and in-house applications to deliver seamless customer and agent experiences.
• Partner with Product and CX to use metrics, customer feedback, and voice-of-customer insights to improve quality and performance.
• Provide technical leadership across AWS, Golang, and React ecosystems, ensuring scalability, performance, and reliability.
• Partner with CX to conduct buy vs. build analysis and RFP’s on emerging AI capabilities.
• Build flexible architecture to allow quick plug and experimentation of new AI vendors into our tooling landscape.
• Build a secure and scalable architecture to allow the onboarding of multiple CX automation vendors and their orchestration (among vendors and internal, custom automation solutions).
• Develop and mentor a globally distributed team of engineers and managers, fostering growth, accountability, and technical excellence.
• Partner with data and AI teams to leverage LLMs, workflow automation, and predictive systems that enhance customer interactions.
• Drive operational excellence through effective incident management, monitoring, and continuous improvement practices.
• Work with our talent organization to source and hire bar raising engineers who raise Coinbase's talent bar, culture, and our products.
• Foresee potential issues before they arise and adapt your own approach, working within constraints to avoid adverse impact.

Senior Engineering Manager – Customer Engagement, Experience Platforms

VP of Engineering

VP, Front-End Software Engineering Manager

Engineering Manager

Head of Engineering, Velocity & Flow

Software Engineering Manager